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Follow on Google News | Swisscom Is Investing in the Future of Customer Experience MonitoringSwisscom selected Cyara as the vendor of choice for a comprehensive platform to monitor and ensure the quality of the customer experience for their customers
By: Cyara • Invests in the future of customer experience by implementing proactive monitoring • Significantly reduces the go-to-market time for existing and new services Swisscom provides a comprehensive range of fixed line, mobile, broadband, internet, and pay TV services. With 28 call centers and up to 4,400 agents, Swisscom delivers all kinds of services in four languages to their customers. Their contact center platform is easily one of the most complex in Europe. Swisscom regards their Contact Center Environment as a ‘living’ system and recognizes the need to provide new and different services to Swisscom customers on a regular basis. With proactive monitoring, Swisscom will be able to identify issues before they become customer-facing and interrupt service or result in poor customer experiences. In addition, rethinking the current Contact Center structure reduces costs and leads to more efficiency, which will make significant improvements to the “go-to-market- Automated testing is helping Swisscom to achieve continuous delivery off world-class customer experience. “Since we are using Cyara our project times reduced, we save more than 50% of testing time,“ says Karl Gschwend Head of ICT and Contact Center, Swisscom. Cyara enabled the solution together with their expert partner, CX-Innovations. “Our ambition is to collaborate with clients like Swisscom to ensure that they are able to always offer the best possible services for their customers, ”said Oliver Metzker, Managing Director, CX-INNOVATIONS Deutschland GmbH. Cyara and CX-INNOVATIONS are currently working with other clients and are demonstrating their expertise in helping clients obtain high customer satisfaction and significant efficiency improvements. About Cyara Cyara is the global market-leading provider of an omni-channel customer experience testing, discovery, and monitoring platform and was named a Gartner Cool Vendor in CRM Customer Service and Customer Support, 2015. Cyara enables its customers to rapidly innovate while dramatically reducing the cost of development and testing and the risk of exposing their customers to poor customer experiences. Every day, millions of flawless customer interactions are delivered by some of the most recognizable brands in the world utilizing the Cyara Platform. For more information, please visit www.cyara.com. About CX-INNOVATIONS CX-INNOVATIONS is a global provider of innovative and individual product solutions for the contact center environment. We are developing solutions that help our clients to reach the highest customers satisfaction – from fully automated testing to fraud detection. With more than 20 years’ experience, we make a difference for all clients who rely on us. About Swisscom Swisscom, Switzerland’ End
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